Associate, Global Technical Support

hace 2 semanas

Ciudad de México Ciena A tiempo completo

**Ciena is committed to our people-first philosophy. Our teams enjoy a culture focused on prioritizing a personalized and flexible work environment that empowers an individual’s passions, growth, wellbeing and belonging. We’re a technology company that leads with our humanity—driving our business priorities alongside meaningful social, community, and societal impact.**

**Associate, Global Technical Support - New Grad**

Ciena is looking for a new grad telecommunication, IT or computer systems engineering to work in a technical support position. The engineer should have previous familiarity with telecommunications and networking systems and be willing to absorb significant amount of information about the operation, maintenance and troubleshooting of Ciena Products. Provide system and solution level post-sales support for CIENA’s customer base. This includes testing, troubleshooting on site or remote technical support for all CIENA products. Proficiency and experience with personal computers, Microsoft office suite of software are needed. Experience with UNIX and SUN/Oracle systems is important asset. Experience with Element Management or Network Management systems is expected.

This individual is expected to process support requests from Ciena's customers for specific systems. These support requests refer to questions about equipment operation or trouble reports that should be analyzed, diagnosed and resolved by the engineer. In some instances when the customer’s requests cannot be resolved with the engineer’s skills, they should be able to interact with peers and second level supports engineers to drive a solution. The engineer will regularly work during office hours, however extended hours may be required when working on critical conditions. Also periodically, the engineer will take the on-duty role off hours, ready to assist in critical conditions reported by the customers that cannot wait until regular hours.

**Job description**:
In more specific terms, detail function-by-function / responsibility-by-responsibility what the incumbent is held accountable for over a given period, beginning with the major duties.
- Provide remote technical support (via telephone or online) for identified CIENA products 24x7 when required.
- Be available to be on-call if needed.On call duty includes evenings and weekends.
- Provide on-site support to Customers where required.
- Assume responsibilities of a Customer Lead Engineer as required.
- Work with next level support to communicate with Design and manufacturing on problems / issues found in the field.
- Create, review, validate and publish required Method of Procedures to accomplish specific tasks
- Contribute to knowledgebase.
- Knowledge of UNIX/Solaris/LINUX operating systems
- Knowledge of Ethernet and IP communications

**Required Skills**:

- Prior familiarity with technical aspects of communications networks.
- Ability to work as part of a team and escalate to supervisors when necessary.
- Capabilities to perform Level 1 technical assistance supporting fault analysis and troubleshooting for Network events.
- Willingness to do research and learn from experience as well as build a solid technical base ground to improve troubleshooting skills.
- Demonstrated analytical approach to problem solving.
- Good communication skills, both oral and written.
- Strong background in relationship building and Customer focus
- Team player
- Ability to deal with stressful situations
- English and Portuguese as a second language are desirable.
LI-SG

**At Ciena, we are committed to building and fostering an environment in which our employees feel respected, valued, and heard. Ciena values the diversity of its workforce and respects its employees as individuals. We do not tolerate any form of discrimination.**

**If contacted in relation to a job opportunity, please advise Ciena of any accommodation measures you may require.

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